Serenity House

Here is the WizWire's response to complaint # ***This account is not registered in *** *** name but *** ***Ms*** called and stated she was acting on behalf of the *** and said the DSL/Internet was not workingWe tried calling the number on file and
received a recording stating the number was disconnectedWizWire informed Ms*** that when *** restores service WizWire will request the DSL/internet to be restored to that number once the issue has been resolved (we do not have any access to when the situation actually got resolved)At that time we informed Ms*** that *** can take up to weeks to clear all channels and authorize any service to be placed on that copper line once they have determined the account is in good standing orderIn turn after the day wait period (this does not mean when there is dial tone but once all the paperwork has passed all the channel at *** starting the account is in good standing) *** has up to days after the 21 to put the DSL service back on the lineUpon further investigation *** cut off service. Per *** when the account goes into disabled status no matter whose error it is then service is disrupted until resolved. Upon Federal telecommunication regulations when phone/dial tone is disrupted DSL/internet (which WizWire provides is disrupted/cancelled by ***) is stopped and needs to wait until *** restores dial tone and waiting period per *** regulationsPer federal telecommunications regulation they have up to days to restore dial tone once in good standing; AFTER good standing is determined by *** the time line starts and then the time line for them to let other providers use the line is days after their waiting periodWizWire spoke with Ms. *** and informed her that the phone number was cancelled ( we are not privy to details from *** just the status) and that the time lines above can happen but we hope that things will move along faster as *** does not always stick to those time lines but per regulations they do have the right. We also informed her that we would be checking on a daily basis with *** and when they have cleared the line and the DSL/internet is restored she will be notified. On 03-31-WizWire called Ms*** and informed her that the line had been properly restored and all criteria was met to place DSL on the line and the activation date was 04-06-17 which is within *** and federal regulation time linesAt that point Ms*** became verbally abusive with a WizWire employee stating how tired she was as she is taking care of an elderly person and it is not right that she should have to abide by these rules and said demeaning and rude comments to the employeeAt this time the employee stated the owner would call her and give her the rest of the information. I (***), the owner called her to give her the good news that tomorrow (04-06-17) the service would be flowing and the Internet will be flowing to the address and they will be back on the InternetMs*** became verbally abusive and stated to me again how she is caring for an elderly person and I/WizWire do not give her the service she is paying for and we are incompetentShe continued to state rude demeaning remarks. I then looked up the account and the rate charged; it equates to cents per day and comes to cents an hourI then informed her that WizWire could not support this account as we can not provide the service she is needing for what she pays for this account, and we do not offer another account to that locationI restated that WizWire internet would not be provided to that locationAt this point it was a business decisionWe had spent numerous hours investigating this situation at no charge to the customer and at cents a day WizWire could not support this accountAs she stated I did inform her that WizWire will not be servicing this account. WizWire does not have any control over personal clients phone lines, *** guidelines or federal telecommunication regulationsIt is unfortunate that she is having trouble acquiring servicesI can not subject my employees to verbal abuseWe have looked into that area and informed the customer in previous conversations that Satetllite networks are available to other homes in her area and to shop aroundHopefully she can find Internet for cents a day and be happy. Please let me know what else you will need from WizWire and how I can track this issue. Respectfully,***, OwnerWizWire Communications*** *** ***Auburn, CA 95603***